Massachusetts General Hospital

User Support Specialist I - (3286354)

Description

This role is located in the historical Charlestown Navy Yard area

The User Support Specialist is responsible for implementation, maintenance, and support of the Institute’s technology resources including desktop and laptop computers, printers, classroom audio visual technology, and lab and simulation resources as directed by the Director of Technology & Web Services.

This person provides technical support to students, faculty, and staff, both on campus, and virtually. Technical support includes, but not limited to, installation, and repair of software that includes MS windows and MS office suite, Mac OS and iOS devices, adobe acrobat, SPSS, Pharos print drivers, tier 1 distance learning, and zoom all specific to IHP needs and requirements. This role will also be responsible for updating equipment inventory, setup and operation, general troubleshooting, and maintenance.

DUTIES/ RESPONSIBILITIES: 

Under the direction of the Director of Technology and Web Services, assists with the installation, maintenance, repair of classroom and conference room hardware, server software such as pharos printing server and reach media digital signage application, audio visual equipment in conference center and related servers and peripherals. (30%)

• Serve as a resource in support of the Institute’s Help Desk both on campus and virtually (40%)
• Ensures the maintenance of all computers in classroom and labs, printers, learning resources, audio visual technology, lab technology and simulation resources (10%)
• Installation of firmware upgrades to hardware and software both for classroom, conference rooms, and lab spaces. (10%)
• Makes recommendations regarding upgrades and replacement of technology-related equipment. (5%)
• Attends classes and seminars to enhance knowledge of equipment and operating systems. (5%)
• Other duties as assigned by the Director of Technology and Web Services.

WORKING CONDITIONS:

• Shared workspace environment located within active support area, with significant time spent in front of a computer, attending group meetings or one-on-one meetings.
• Travel through the Institute’s campus in the Charlestown Navy Yard to provide support, maintain resources and attend group and individual meetings.

Qualifications

EDUCATION:

• Associate degree required
• 1-3 years of experience
• Bachelor’s degree in a related field preferred

SKILLS/ COMPETENCIES: 

• Candidates must have a solid understanding of computer hardware and software and the ability to troubleshoot computer and software problems.
• Familiarity with Microsoft operating system and Apple operating system is required. 
• In addition, basic knowledge of MS Office suite is required.
• Candidates must have at least 1-year of experience that includes customer service and help desk support.
• The successful candidate will have experience and skill in the support of Audio-Visual equipment and associated software, which includes equipment setup and troubleshooting and resolution of problems. 
• At least 1-year of experience in Audio visual equipment setup, support, production and sound is a plus. 

EEO Statement The MGH Institute of Health Professions is an equal opportunity employer and is committed to enhancing the diversity of its faculty and staff. We welcome nominations and applications from individuals who would bring diversity of experience, thought and practice to the Institute’s research, teaching and clinical missions. Applications from protected veterans and individuals with disabilities are strongly encouraged.

Primary Location

: MA-Charlestown-MGH IHP

Work Locations

: 

MGH IHP 

36 First Avenue 

Charlestown 02129

Job

: Tech. Support

Organization

: Massachusetts General Hospital(MGH)

Schedule

: Full-time

Standard Hours: 40

Shift

: Day Job

Employee Status

: Regular

Recruiting Department: IHP IT, Campus Svs, Compliance

Job Posting

: Apr 16, 2024

Read Full Description